Riva CRM Integration - Omni Technology Solutions Inc.
Contents
1. J Changes made by launching an item with the Omni ConnectBar are saved directly in the CRM databases and synchronized back to GroupWise during the next synchronization cycle Revised October 31 2008 2002 2008 Omni Technology Solutions Inc Page 15 of 28 omni Riva CRM Integration Desktop Edition User Guide www omni ts com Using SmartConvert Omni Riva CRM Synchronization Settings ii i i xj SmartConvert S ettings Parent folder name for convert folders Smart Convert To M Enable SmartConvert lt 8 Novell GroupWise Mailbox ij JE i Dj x File Edit View Actions Tools Window Help Sem Mailbox aeee ciel ceil ep recs 3 Online Yi Mailbox Find L Gordon walina Home m dC Se a si z 1 E f SR theses Fwd gwCRU X 0 1 Augsburg Colle 9 26 2008 ae Bee errr a al Ne Fd Calendar Usa F Frequent Contacts Niel E Documents ETEN Fil Tasklist ae i Work In Progress M E Cabinet TET Omni Mail E Efe s5 SugarCRM Content Tee Quotes cat ED Cases 1 PAIE 5 Opportunities focia TR Track 4 Bd 4 Selected 1 Total 1 if SmartConvert allows you to drag an email and automatically convert it into an CRM archived email quote opportunity or case SmartConvert will create the contact and company if they do not exist in the CRM Smart Convert supports all GroupWise clients including mobile clients When enabled in Riva synchroni2. Sune Start Time Scheduling Address Books Calendar Other SmartConvert Calendar Settings Calendar name SugarCRM Calendar M Synchronize Appointments Wos ynchronize Tasks Only uncompleted tasks will syric Ws bnichronize Phone Calle 5 Under the Other tab specify the name of the CRM content folder that will be created in the GroupWise account under the Cabinet and indicate the type of calendar items to synchronize between the CRM system and the GroupWise client Supported modules will depend on the CRM Information for these modules is synchronized from the CRM to GroupWise It can not be modified in GroupWise We Riva CRM Synchronization Settings 3 xj Syne Start Time Scheduling Address Books Calendar Other SmartCornver Other Modules Parent folder name for module content SugarCRM Content a Synchronize Quotes I Synchronize Opportunities I Synchronize Cases Note If your CRM system does not use a Quotes or other modules do not check them Revised October 31 2008 2002 2008 Omni Technology Solutions Inc Page 8 of 28 omni Riva CRM Integration Desktop Edition User Guide www omni ts com 6 Under the SmartConvert tab specify the name of the Smart Convert child folder that will be created inside the CRM Content folder SmartConvert allows you to convert GroupWise emails into CRM archived emails new opportunities quotes and cases Ensure that you check Enable SmartCo
3. 2002 2008 Omni Technology Solutions Inc Page 13 of 28 omnb Riva CRM Integration Desktop Edition User Guide www omni ts com 3 In the Save License Request window provide a suitable name for the LicenseRequest xml file By default your request file will be saved to the LicenseRequests folder in your Riva CRM Desktop installation folder Click the Save button Read the instructions provided in the License Request Result window and click OK Email the license file that was created by the wizard to licensing omni ts com as per the directions in the result box License Request Result H Thank you For completing the Riva License Wizard Please send the saved File as an attachment by email bot licensingm onni ts corn You will be contacted within eight business hours of receiving your request Please contact us at 1 760 423 4200 iF you have any questions about this process How to Apply a License File You will receive an email with your trial or purchase license file attached To apply the license file Exit Riva CRM Desktop Edition Create a child Licenses folder in the Riva CRM Desktop Edition installation directory if a Licenses folder does not already exist Copy the license file you received into the Licenses folder Restart Riva CRM Desktop Edition Optional From the main menu we recommend that you select the Options gt Re initialize with New Settings to reset your synchroniz
4. Calendar Other SmartConvert Other Modules Parent folder name for module content 5 ugarlAM Content Novell GroupWise Cases o l li x File Edit wiew Actions Tools Window Help z StS MP Sa A aes Soe ea eee E le mn Home Mallpox Calendar Sent Items Contacts Re E Address Book ey D A 6 New Mail D New Appt Ei New Task w i G Reply Reply all l Forward B pr Arva oy pan 3 online i Cases Find ot Gordon Welling Home ase Num Account Name Subject me Prey A markie Mailbox 6 119 CUMBERLAND TI Having Trouble Configuring the new Phote 2 gored ebay ae Sent Items w Mail From Gordon Welling if HB SugarCRM Calendar File Edit View Actions Tools Window Help RG A Frequent Contacts a Buss st Fee a p N as Ch ay cla hed Documents pa Close kig Reply u Reply All z ci Forward pie i l ib h 4 TEN pe W Tasklist Mail Properties Personalize Discussion Thread a4 ia Dir a From Gordon Welling 9 10 2008 11 17 55 AM F H EE Eo i ie ahane To Gordon Welling tt ugar onten P i a E i ei eter Subject Having Trouble Configuring the new Photocopier on the Network 119 He Quotes Omni ConnectBar Review Edit Delete 2 eres Ea EPEE TER D Opportunities ee 3 Trast TE Case Number 119 Assignedto gordon Priority High Team East Status Pending Input Account Mame oe ee ee S630 78 _ Wednesday September 10 2008 Last Modified
5. 14 17 55 AM Type Erte rested Wednesday April 23 2008 12 51 55 Phil Subject Having Trouble Configuring the new Photocopier on the Network Please have a technician to the Marketing office to fix this This was modified Sept aj sie 10 Deae Poe The Other configuration creates a CRM Content folder immediately below the root of the Cabinet folder Individual child folders will be created below CRM Content for Quotes Opportunities and Cases H Cabinet l E CRM Content The SmartConvert configuration creates a Smart Convert To Sj Smart Convert Ta folder immediately below the Opportunities folder in the CRM Content folder structure at the root of the Cabinet folder Individual child folders oai gt Email i i i epee x ite will be created below CRM Content for Email Quote Opportunity and Zeusi T gt Opportunity eae EE D gt ase ANE 4 Quotes Pcie 4 Cases o i Revised October 31 2008 2002 2008 Omni Technology Solutions Inc Page 12 of 28 omnb Riva CRM Integration Desktop Edition User Guide www omni ts com How to License Riva CRM Desktop Edition Running in Demo Mode Riva CRM Desktop Edition will work in DEMO mode when installed In DEMO mode the Riva CRM desktop Edition application e Initial synchronization is locked into starting seven days prior to the initial settings configuration date e will limit the number of items that
6. AutoLink AutoFill 2 Settings Links 7 Active Directory Step by Step Guides 404 Adobe Acrobat Connect Login Cebot fg crm omni ts com OmniCsA Customize Links Learning center my classes we abe sugar45 pro omni ts com a H p Page Ch Tools i Q gt Welcome Gordon MyAccount Training Employees Admin Logout About oo O 0 o A A S SUGARCRM COMMERCIAL OPEN SOURCE amp Search i o ed I Pr l Home My Portat Calendar Activities Contacts Accounts Leads Opportunities Quotes Products Cases Bug Tracker gt gt Last Viewed S Consulting Serv E Robert Gordon amp Omni Labs d 3 SHORTCUTS Warning User licenses exceeded by 5 Please contact your sales representative or email cagroup sugarcrm com 5 Create Opportunity amp OPPORTUNITIES CONSULTING SERVICES OMNI LABS Help Cancel Indicates required field E Opportunities Svcd mend alia Name Currency US Dollars AccountName Omni Labs Select Amount 1 500 00 Eg Import Type New Business Expected Close Date 2008 09 30 E yyyy mm dd Saved Searches Lead Source Other Next Step Generate quote None Campaign Select Team gordon Select Sales Stage Value Proposition Assigned to gordon Select Probability 30 Description Requires 10 hours of consulting 150 hour E i i i
7. Settings button to configure the synchronization settings 1 Under the Sync Start Time tab specify the synchronization start time licensed mode only Riva CRM Desktop Edition will synchronize all items from the CRM that have been modified or created since the Synchronization Start Time This setting is disabled in Demo mode You must apply either a trial or purchase license file to enable this setting see How to License Riva CRM Desktop Edition below for details 7 omni Riva CRM Synchronization Settings x syne Start Time Scheduling Address Books Calendar Other SmartConvert Synchronization Start Time This will synchronize content from the CAM system that has been modified or created 2008 06 01 03 27 41 oe June 2008 Sun Mon Tue Wed Thu Fri 25 26 2 20 29 A ak E om Eo 6 oy To FE T ste TA 15 16 17 18 13 20 Zz 22 23 424 25 26 2 20 29 30 1 2 3 5 _ Today 1072972008 Revised October 31 2008 2002 2008 Omni Technology Solutions Inc Page 6 of 28 omnb Riva CRM Integration Desktop Edition User Guide www omni ts com 2 For the initial synchronization do not select the checkbox to Use a Synchronization Schedule You can configure this after you have confirmed the synchronization is working as desired Under the Scheduling tab Mi Omni Riva CRM Synchronization Settings O xj i Bun Omni Riva CRM when Windows starts M Usa Synchr
8. be made to the Riva connection configuration To modify connection passwords 1 From the Setup tab click the edit link beside the GroupWise connection or the CRM connection 2 Inthe applicable authentication window type in the new password and click OK Omni Riva RM Desktop Edition iojxj Fie Options Help Setup Activity Recent Activity remove edit Omni Riva CRM Group Wiser Connection Novell GroupWise Last Updated Monday September 29 2 UserID gordon Address demo omnits cam Fort 719 Revised October 31 2008 2002 2008 Omni Technology Solutions Inc Page 21 of 28 omnb Riva CRM Integration Desktop Edition User Guide www omni ts com 3 Optional Click the Sync button to force a manual sync of data Riva CRM Desktop Edition will synchronize data into the CRM Address Book CRM Calendar and CRM Content that were created in the user s GroupWise account How to Rebuild a Connection and Retain Previous Synchronized Names It is possible to replace a GroupWise or CRM connection to use a different user name post office or CRM system and retain the names that are configured for the CRM Address Book CRM Calendar and CRM Content To rebuild a connection using the existing configured names From the Setup tab click the remove link beside the GroupWise connection or the CRM connection 2 Inthe Delete connection window select Yes to remo
9. cece cece cece eee e esse eee eeeeeeeeeeeeeeeeeeaes 27 Bio oe 6 0 316 g haere ene oe eee eee re ee ee ee ee ee EA ee 27 Contacting SUDPON ciccsecdecesxedicnsscet cscs eudiesestsencessOeebbensseescaesesdeccesdbesccard TE E EEA 28 ONUA UODO ga nn eee ree ee ee a ee ee ee eee eee 28 Revised October 31 2008 2002 2008 Omni Technology Solutions Inc Page 2 of 28 omnb Riva CRM Integration Desktop Edition User Guide www omni ts com How Riva CRM Desktop Edition Works Riva is a combination of three key components that work together 1 Riva Desktop Edition Riva Desktop Edition is a synchronization application that runs on users desktops Each client synchronises a single GroupWise account and CRM account The application includes connection wizards and synchronization settings to permit manual or scheduled synchronization of data Multiple instances of Riva Desktop Edition can run on the same machine to service multiple accounts Connection Wizards Riva Desktop Edition includes a connection wizard for GroupWise system and the CRM system Synchronization Settings Riva Desktop Edition allows you to set your synchronization policy schedule and other options There are five steps to install and configure Riva CRM Desktop Edition Step 1 Install Riva CRM Desktop Edition and check for updates Step 2 Connect Riva to the GroupWise System and the CRM systen Step 3 Configure desired synchronization settings Step 4 Perform initial
10. the GroupWise Connection configure connection link to run the Welcome to Riva s GroupWise Wizard Click Next gt Add the GroupWise username password DNS name or IP address for the GroupWise 7 0 2 or higher SOAP enabled Post Office that the user s GroupWise client normally uses leave the Port as 7191 unless a different SOAP post value is assigned to that Post Office configure connection Fi GroupWise Wizard Enter the information to connect to GroupWise Ea Once completed press next and Aiwa will test the conmection Novell GroupWise Address demo omni mobile cor Pork 7191 Cancel 4 Click Next gt and Finish CRM System Connections To configure the CRM system connections 1 Select the Setup tab and click the Target Connection configure connection link to run the CRM Connector Wizard 2 Select the desired CRM system and click OK Revised October 31 2008 2002 2008 Omni Technology Solutions Inc Page 4 of 28 Riva CRM Integration Desktop Edition User Guide www omni ts com Omni Riva CRM Desktop Edition g lali Fie Options Help Setup Activity Recent Activity Omni Riva CRM Connection Chooser A Microsoft CAM SugarCRM Bluefin CAM infotthand i CAM conhigure conhechon o 1 W r ECE 2agelhl Microsoft GoldMine Next Update Newer CAM BETA SharePoi BETA s i EJ 3 Follow the respective CRM connection wizard Provi
11. will display in the GroupWise client to 50 of each type contact account calendar item quote case and opportunity How to Request a License Riva CRM Desktop Edition is licensed to the individual user Both the GroupWise connection and CRM connection settings must be properly configured and synchronization should be tested To request a license 1 Select Help and Submit License Request 2 Complete the License Request Form Ensure that you provide an accurate email address otherwise your license request will not be processed Omni Riva CRM Desktop Edition a a File Options Help Setup Activity Omni Help Online Check For Updates Submit License Request Omni Riva CRM License Request Form a re x Connection Information Please enter your customer information The license will be created for the two accounts listed on the right Please expect to be contacted within two business days Mext Contact Information FirstName flan Phone 780 423 4200 Title Network Admir Department JIT Company Information CompanyName OmniLabs Mailing Address 1200 10104 103 Ave Phone 780 423 4200 Fax 790 423 4711 City Edmontrn OOO O Zip Postal Code T5 OHS County Canada Comments Cancel Choose between Trial License or Purchase License and click the OK button TrialLicense Purchase License Revised October 31 2008
12. Riva CRM Integration Desktop Edition User Guide CRM INTEGRATION This Guide Omni s Riva CRM Integration for GroupWise Desktop Edition provides transparent bi directional synchronisation of appointments tasks notes and address book information between GroupWise and SugarCRM Microsoft Dynamics CRM Microsoft SharePoint SageCRM GoldMine Salesforce Bluefin info hand CRM and others Opportunities quotes and cases are synchronised to GroupWise Users can use the Omni ConnectBar to edit review or delete items directly from the GroupWise client gt gg SUGARCRM petenis info hand All Microsoft Dynamics i gt CRM ACT ioc And others Use Riva to deliver a single unified view of CRM data in GroupWise Users enter data once in GroupWise or their CRM interface and no longer need to manually cut and paste information from one application to another T Omni Riva CRM Desktop Edition Ele Re Sync Help Activity Recent Activity Peeereeree errr rn Omni Riva CRM Desktop Edition File RBe Sync Help Setup Activity Recent Activity Connections Established deg Initializing Synchronization Next Update Tuesday May 4 Synchronizing Drop Folder Items i Drop Bor Processing Cases 4 Crop Box Processing Opportunities i Drop Bos Processing Quotes a Drop Box Processing Emails 4 CRM Groupwise Synchronizing Organizations CRM gt Groupwise Synchronizing Or
13. anufacturers 00000 Phone Number 1 999 991 1212 Severity Han Email Address fiansample mycompany com Issue Type Application Enor Problem Title ype in a short descriptive title Problem Description Provide an explanation so we can regenerate the problem in our Note Please include support lab steps to reproduce Aease provide as much information as possible to help resolve ok rare the issue you are reporting eet au Upgrade and Maintenance Support Agreements Customers who have current upgrade and support contracts are eligible to receive full email and telephone support Monday to Friday between 9 00 a m and 5 00 p m Mountain Time UTC 7 Limited email support may be available during extended hours Email and telephone support is also available to customers who are evaluating Riva Free Support Free support is limited to information available from our support forum our web site and information contained in the user manual Telephone and email support for customers who do not have a current support contract can be provided on a fee per incident or fee per hour basis whichever is greater Revised October 31 2008 2002 2008 Omni Technology Solutions Inc Page 27 of 28 Riva CRM Integration Desktop Edition User Guide Contacting Support www omni ts com You can contact support using the following methods Please include as many details as possible when requesting support Use the Contact Us lin
14. ation start time options Select a new start date that better reflects the date range you want to have applied to your settings Synchronizing Data Between GroupWise and Your CRM Solution Current Synchronization Options Riva CRM Desktop Edition is a synchronization application that runs directly on a workstation It does not need to run on the workstation of the user being synchronized Each instance of Riva Desktop Edition synchronizes a single account You can run multiple instances of Riva Desktop Edition on a single desktop to synchronize multiple accounts It is the best option for companies with fewer than 10 accounts Bi directional Synchronization The following bi directional synchronization options are currently available Address Book contacts users in CRM and organizations accounts in CRM Riva creates a Contacts and a Leads address book in the GroupWise client Appointments Tasks only uncompleted tasks will be synchronized Completed tasks will be removed from the GroupWise client calendar views during the next Riva synchronization cycle With bi directional synchronization the user can make a change in either the GroupWise client or in the CRM interface and the data will synchronize in both directions during the next Riva synchronization cycle Revised October 31 2008 2002 2008 Omni Technology Solutions Inc Page 14 of 28 omni Riva CRM Integration Desktop Edition User Guide www omni ts com Uni directi
15. critical to have the company web site information entered for all Company accounts Microsoft SharePoint to GroupWise Synchronization SharePoint calendar contact and task lists are synchronized to GroupWise 4 DemoSite Home TerGtel View All Site Content Documents a Shared Documents Lists a Developer Calendar a Developer Contact a Developer Issues a Developer Tasks a Marketing Calendar a Marketing Contacts Marketing Tasks a Maerketrig sauces a Project Calendar a Project Contacts a Project Ticks s ra f fa E Pree inne THs hit Synchronization Unt Test Site Titan Lab Site Developer Calendar Use the Calendar ist to keep informed of upoomri pe Marnuatestite Uniesse D motibe gt seking E August 2008 HE ja Team Meeting 10 has Team Pilee ting Bevelooer Cale 4 Novell GroupWise SharePoint Developer Calendar File Edt View Actions Took Window Help Home Mailbox Calendar D onines S Richard Omni Home am Madox D Sent Items E Calendar FA SharePoint Project Tasks TE SharePoint Project Calender FA hareton Marketing Tasks BE SharePoint Marketing Calendar Fl BE SharePoint Developer Tasks Zhe SharePoint Developer Calendar Ee Contacts E SharePoint Project Contacts E SharePoint Marketing Contacts E SharePoint Developer Contacts Documents ind Tesbit EF Work In Progress Cabinet i SharePoint i Protect is
16. data synchronization Step 5 Verify the initial synchronization was successful Install and Configure Riva CRM Desktop Edition Step 1 Install Riva CRM Desktop Edition and Check for Updates Confirm that the user s computer meets the system requirements Windows 2000 or XP workstation with latest service packs Microsoft NET 2 0 Framework must be installed http www microsoft com downloads details aspx familyid 0856EACB 4362 4BOD 8EDD AAB15C5E04F 5 amp displaylang en 256 MB of RAM 50 MB of available disk space for the application GroupWise client 7 0 2 or higher Download and install Riva Desktop Edition 1 ogee Download the riva desktop latest zip file onto the desired Windows computer system Extract the riva desktop latest zip file to c Program Files Omni Riva CRM Desktop Place a shortcut for the Riva exe file on the Windows desktop and label it Riva Desktop Double click Riva Desktop to start the application From the main menu select Help gt Check for Updates to update Riva CRM Desktop Edition to the latest available release version Follow the steps in How to Update Riva CRM Desktop Edition Revised October 31 2008 2002 2008 Omni Technology Solutions Inc Page 3 of 28 omnib Riva CRM Integration Desktop Edition User Guide www omni ts com Step 2 Configure the Connections GroupWise Connections To configure the GroupWise connections 1 Select the Setup tab and click
17. de the CRM user name password and URL of the CRM authentication web page F SugarCRM Wizard Enter the information to connect to SugarCRM Once completed press nest and Aiwa will best the connection Connection Details OS Password Address http fisugar45 osomni ks com Example https wal omni ts com sugarcrmy Different CRMs require different configuration information e SugarCRM and info hand CRM use a normal CRM URL e g http crm mycompany com e Microsoft Dynamics CRM uses a specific authentication URL e g http mscrm mycompany com Revised October 31 2008 2002 2008 Omni Technology Solutions Inc Page 5 of 28 omnb Riva CRM Integration Desktop Edition User Guide www omni ts com For Salesforce com the URLs are embedded into connection wizard so you need to pick one of the connection types fi SalesforceCRM Wizard Enter the information to connect to Salesforce CAM Once completed press next and Arya will test the connection Connection Details Address Production Encrypted https Production Mot Encrypted http C Sandbox fEnerypted https Back Hests Cancel e Production Encrypted https used in most environments e Production Not encrypted http used for trouble shooting e Sandbox Encrypted https used for development testing 4 Click Next gt and Finish Step 3 Configure the Synchronization Settings Select the Setup tab and click the
18. deleted and re created with the CRM s content Address Book CRM Contacts Calendar CRM Calendar Falder Cabinet CRM content z Pi Omni Riva CRM Desktop Edition Demo ersion Last Updated Friday February 29 2008 11 51 AM File Be Sync Help Setup Activity HL Synchronization Starting Friday February 29 2008 12 02 PM F Establishing connection to Groupwise ry Establishing connection ta CRM Connections Established A Initializing Synchronization Initializing Synchronization Click Yes and Riva CRM Desktop Edition will immediately remove existing content recreate the CRM Address Book CRM Calendar and CRM Content folders and re synchronize a fresh copy of the data using the current synchronization settings Option With New Settings will remove the existing synchronization settings permit the user to change any of the synchronization settings including changing the names of address books calendars and folders and remove existing data before performing a synchronization of the data using the new synchronization settings Note If the names of the folders address books and calendar are change the previously synchronized folders address books and calendars will need to be removed manually from the GroupWise account How to Remove Existing Data and Re initialize with New Connections The recommended best practice is to re initialize data using new connections 1 Remov
19. e and build new connections 2 Perform a Re Initialize using the desired option Revised October 31 2008 2002 2008 Omni Technology Solutions Inc Page 23 of 28 omnid Riva CRM Integration Desktop Edition User Guide www omni ts com How to Remove Synchronized Data in the GroupWise Client The recommended best practice to empty remove existing synchronized data and just leave the empty CRM address book calendar and content folder is to perform a Re Sync with no selected content in the synchronization settings 1 From the main menu select Re initiailize With New Settings 2 Inthe Continue with Re initialization window select Yes 3 Making the following changes a Under the Scheduling tab remove the check for Use a Synchronization Schedule b Under the Address Book tab remove the check for all the Synchronize items Note Do not remove or change the Address Book name c Under the Calendaring tab remove the check for all the Synchronize items Note Do not remove or change the Calendar name and d Under the Other remove the check for all the Synchronize items Note Do not remove or change the Folder name ri Omni Riva CRM Synchronization Settings x Other Modules Parent folder name for module content Synchronize Quotes E Synchronize Opportunities ai Synchronize Cases 4 Click OK to start the Synchronization This will remove all CRM synchronized data from the GroupW
20. e server Steps for performing the update to an existing Riva CRM Desktop Edition installation are 1 Launch Riva CRM Desktop Edition 2 From the main menu select Help and Check for Updates remove edit 3 Inthe Internet Connection window click Yes 4 Ifan Update Available window opens click Yes Checking for updates Server Manifest file downloaded Server Manifest file validated Updates are available Revised October 31 2008 2002 2008 Omni Technology Solutions Inc Page 18 of 28 omnb Riva CRM Integration Desktop Edition User Guide www omni ts com 5 Inthe Download Successful window click OK Checking for updates Server Manifest fle downloaded Server Manifest file validated Updates are available Update in progress Download Started The new files were properly validated Download Completed Downoad Stabo SSS SSS File zofa IB OF BIB F Download Successful 6 Close and re launch Riva Desktop Edition 7 From the main menu select Help and About Omni Riva and confirm that the Version number matches the release that you just downloaded Click OK Omni Riva CRM Desktop Edition File Options peel ie seeereeee FSelup Activity saeeeeess ae an About Riva CRM Integration for GroupWise Desktor op a Riva CRM ee Groupwise fo aes oe noes Submit Issue Report applications and phone calls between Groupwise and l
21. eading CRM Abouk Omni Riva About Om mni 4 ince 1999 Omni has created and marketed a portfolio of management security 4 id messaging solutions that deliver real and tangible business remove benef t o customers of SSE ai SUSE Linus and Next Update Never Revised October 31 2008 2002 2008 Omni Technology Solutions Inc Page 19 of 28 omnb Riva CRM Integration Desktop Edition User Guide www omni ts com How to Force Riva CRM Desktop Edition to Load at Windows Start up Riva CRM Desktop Edition can be configured to start each time Windows starts 1 Select the Setup tab and click the Settings button to configure the synchronization settings 2 Under the Scheduling tab check Run Omni Riva CRM when Windows starts T Omni Riva CRM Synchronization Settings I x Scheduling Sync Start Time Address Books Calendaring Other a Run Omni Riva CAM when Windows starts l Uses Synchronization Schedule Dunng peak times syne Never 7 Dunn off peak times sure Edit Peak Times Edit Blackout Times a 3 Click OK to save the settings How to Schedule Synchronization Cycles Riva CRM Desktop Edition can be configured to automatically perform synchronization updates between GroupWise and the CRM system using the built in synchronization scheduler 1 Select the Setup tab and click the Settings button to configure the synchronization settings 2 Under the Scheduling tab a Check Use a Sy
22. ece cece eee e cess eeeeeeeeeeeeees 15 Using Omni SmartConvert Drag n Drop s asssssssssssansannsanannannunnsnnunnannunnnnnannnnnannnnnunnnnnaannn 16 Microsoft SharePoint to GroupWise Synchronization ss sssssssssrssrenrsnrenrrnrenrennrnnrnnrnnrnnns 17 Additional Configuration Tasks Explained ssssssunnunnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn 18 How to Update Riva Desktop EQICIOI errcirrivicirirrrri iasnewageseaseinetiwenieessenesetnteenieeeseenecssends 18 How to Force Riva CRM Desktop Edition to Load at Windows Start up ss sssssssssrssrsrresrens 20 How to Schedule Synchronization CycleS s sssssssssnsnnsnnsnrrnnenrsnnrnnrnnrnnnnnrnnrnnrnnrnnrnnrnnnn 20 How to Change Connection PasswordS ssssssssnsnunnssnnunnnnusennsnannnnnnnusanusnansnnnnnnnennnnnnn 21 How to Rebuild a Connection and Retain Previous Synchronized Data cceeee eee eee 22 How to Remove Existing Data and Re Initialize New Data eee cece cece rere eens 23 How to Remove Existing Data and Re Initialize New Data with New Settings 5 23 How to Permanently Remove Synchronized Data in the GroupWise Client ceeeeeee cece 24 How to Uninstall Riva CRM Desktop Edition cece cece reese sees eee eeeeeeeeeeeeeeeeeaeeee 25 Support for Riva CRM Desktop ECItiOn korviani 27 ReEDOrind a MSCHINCall NSSUC s2 ccc sie caiveuccetuecciedcseucuiat aE 27 Upgrade and Support Maintenance Agreements
23. ganizations Revised October 31 2008 2002 2008 Omni Technology Solutions Inc Page 1 of 28 omnb Riva CRM Integration Desktop Edition User Guide www omni ts com Table of Contents How Riva CRM Desktop Edition Works s sssssus2222222222222u20u20u22u2uunuunnunnunnnnnnnnnnnnnnnnnnnnnnnnnnn 3 Install and Configure Riva CRM Desktop Edition cccccsssseeesscccceeeeeessssneeeeseeeeeeeeesseaaeeoeesennnes 3 Step 1 Install Riva CRM Desktop Edition and Check for UpdateS ccccccceeeeeeeeeeeeeeeeeeees 3 Step 2 Configure ne CONNCCUONS siiccisiartsatrianescssdanciasaaeainesesreseniiarieiniavestersarienniereaans 4 Step 3 Configure the Synchronization SettingS c cece cece cece eee e nesses eee ee eeeeeeeeees 6 Step 4 Run an Initial Synchronization cece 9 Step 5 Verify the Initial Synchronization was Successful cece eee e eee eeeeeeeeeseeeeeeeeeeeeees 10 How to License Riva CRM Desktop Edition sssssssus2u22u22u20u22u22u22u20u2uunnunnnnnunnnnnnnnnnnnnnnnnnnnnn 13 RUMI IN DEMO MOUO seriei a sates S E E O 13 POW CRE QUCSE a E EE eee EEE EE EEE EEEE 13 HOW tO ApDIY a License FIG crrnrroniripi inenen ri E EEA e TEENA 14 Synchronize Data Between GroupWise and Your CRM Solution sssssssnsnnnnnnnnnnnnnnnnnnnnnnnnnnn 14 C rrent Synchronization QDUONS sc cstccustccecaravasereeecasenasseneusrdsheraredateadevescceusadatmaneasenm 14 Using the Omni GroupWise Client HTML ConnectBar View c
24. ing 287576 FREEREBECEEs Organization 3rd Round Fun Office Phone 452 921 2762 ree Opportunities Office Website WW thebeans kad ET Total 254 4 Selected 0 The Address Books configuration creates both a lt CRM name gt Leads and a lt CRM name gt Contact in the users GroupWise address book in the GroupWise client e Leads from the CRM will be in lt CRM name gt Leads o If the user makes a change to a lead in the CRM that change will be synchronized to this address book o Changes made in this address book in the GroupWise client will be synchronized back to the Leads in the target CRM system If the user creates a new GroupWise contact in lt CRM name gt Leads it will be created in the target CRM system o Ifthe user converts the lead to a contact in the CRM system that entry will be removed from the lt CRM name gt Leads and a new contact and account will be created in lt CRM name gt Contacts during the next synchronization cycle e Contacts and Accounts from the target CRM system will appear as contacts and organizations in lt CRM name gt Contacts as GroupWise Contacts and Accounts Revised October 31 2008 2002 2008 Omni Technology Solutions Inc Page 10 of 28 omnb Riva CRM Integration Desktop Edition User Guide www omni ts com Omni Riva CRM Synchronization Settings Syne Start Time Scheduling Address Books Calenda
25. ise client Revised October 31 2008 2002 2008 Omni Technology Solutions Inc Page 24 of 28 omnb Riva CRM Integration Desktop Edition User Guide www omni ts com How to Uninstall Riva CRM Desktop Edition Because we allow multiple instances of Riva CRM Desktop Edition to run on a single machine we do not use that standard Windows Control Panel Add amp Remove Programs to uninstall and remove Riva GroupWise address books folders and calendars created in the user s GroupWise account by Riva CRM Desktop Edition will not be removed by uninstalling the application Users must manually remove GroupWise address books folders and calendars created by Riva CRM Desktop Edition STEPS Recommended steps to uninstall Riva CRM Desktop Edition are 1 Modify the application startup and synchronization settings and select OK to apply these changes 2 Manually delete the directory that contains Riva Desktop Edition 3 Optional Manually remove GroupWise Address Books and Calendars created by Riva Desktop Edition Modify Riva CRM Desktop Edition Settings 1 Launch Riva Desktop Edition 2 From the Setup tab click the Settings button 3 From the Scheduling tab uncheck Run Omni Riva CRM when Windows starts and uncheck Use a Synchronization Schedule fi Omni Riva CRM Synchronization Settings Syne Start Time Scheduling Address Books Calendar Other SmartConvert Bun Omni Riva CRM when Windows starts U
26. k in the top right corner of any page of our website and complete the online form or go to www omni ts com contact us html contact form Technical Support Subject License Is nat working Product Messaging Riva Collaboration Integration Platform Your Mame flan Your Email Sample Contact Number 1 fo 425 4200 Message I have applied the license file but Riva indicates it is still running in Demo uode Call or fax us Phone 1 780 423 4200 Fax 1 780 423 4711 Online Resources Online resources for Riva include Product Webpage Go to http www omni ts com crm integration for the latest product information Product Documentation Go to www omni is com select Support follow the link for Documentation and select Messaging Documentation Riva Flash Tutorials will be added to www omni ts com quicktours Support Forum Go to www omni ts com Forum and o Select the Riva CRM Integration for GroupWise Desktop Edition forum o Riva RM Desktop Edition Tips available at http www omni ts com forum post 2140 page 1 html is a collection of forum articles to provide troubleshooting and advanced management steps Product FAQ Go to hitp www omni ts com crm integration and select Frequently Asked Questions Revised October 31 2008 2002 2008 Omni Technology Solutions Inc Page 28 of 28
27. ling Address Books Calendar Other SmartConyert Address Book Settings Address Book name SugarCRM MW Synchronize Contacts i Synchronize Organizations M Synchronize Leads Novell GroupWise SugarCRM Contacts E E l u olx Fie Edit view Actions Tools Window Help Home Mailbox Calendar Sent Items Contacts E Address Book ey P A EA New Mail H New ppt Ei Hew Task B Mew Contact kal New Resource New Organization gu Mew Group 9 online fai Gordon Welling Home Be a Mailbox EREN B Sent Items nos Scat Calendar SugarCRM Contacts Find gt 2 Tall Stores 736317 3 24t7 Couriers 724537 247 Couriers 724537 Organization 2 Tall Stores 73 Organization Office Phone 1 760 423 4300 Office Phone 289 830 7404 H E Frequent Contacts fa Fax Number 1 780 423 4311 OFfice Website www veganbe ofl SugarCRM Leads Office Website viii thethe co SugarCRM Contacts Earn E Gordon Welling 360 Vacations 112463 i i p 2 Tall Stores 736317 Organization 360 Vacations CA tia ot a5 5 Eius y a Work In Progress Organization 2 Tall Stores 73 OFFice Phone 952 119 4822 Office Phone 1 780 4235 4300 Office Website WIM supports Ee _ Cabinet ig Omni Mail 1 Ee SugarCRM Content sa a Smart Convert To Fax Number 1 760 425 43511 Office Website wwe thethe co 3rd Round Fund
28. n The amount of time to complete the initial synchronization will depend on the number of records to be synchronized D Omni Riva CRM Desktop Edition 215i xd Hle Options Meher ces E eip Activiy gle options Help Omni Riva CRM Desktop Edition GG loj x Setup Activity Recent Ac File Options Help L Synchronization Starting Setup Activity Recent Activity F Establishing connection p Establishing connection Connections Established He Synchronizing Drop Faldi ai Drop Box Processing C ai Drop Box Processing O ooo ait Drop Bos Processing L Next Update Neve i Drop Box Processing Et Hp ICRAM gt GroupWise Synchronizing Phone Calls Ap Groupwise gt CAM Synchronizing Phone Calls AH CRM Groupwise Synchronizing Tasks Ap Groupwise gt CAM Synchronizing Tasks CRM Groupwise Synchronizing Opportunities CRM GroupWise Synchronizing Cases A CRM gt GroupWise Synchronizing Quotes w Synchronization Completed in 1 09 min 4 39 14 Pe CRM gt GroupWise Synchro Next Update Weyer Revised October 31 2008 2002 2008 Omni Technology Solutions Inc Page 9 of 28 omni Riva CRM Integration Desktop Edition User Guide www omni ts com Step 5 Verify Initial Synchronization Was Successful Users can verify a successful initial synchronization by checking for the following Omni Riva CRM Synchronization Settings Oo ES Syne Start Time Schedu
29. nchronization Schedule b Set the desired synchronization frequency for peak times and off peak times c Click the Edit Peak Times and the Edit Blackout Times links to set the day and times for peak and blackout times Blackout times are configured so Riva does not try to synchronize with GroupWise when it is performing system maintenance or backup functions Confirm with your GroupWise administrator what these days and times should be set to Revised October 31 2008 2002 2008 Omni Technology Solutions Inc Page 20 of 28 omni Riva CRM Integration Desktop Edition User Guide www omni ts com Omni Riva CRM Synchronization Settings scheduling Sync Start Time Address Books Calendaring Other M Run Omni Riva CAM when Windows starts IY Usa Synchronization Schedule During peak times sync JE very 10 mins jOmni Riva CRM Peak Times Settings Select the days and times when you actively use your account Select the days and times when Riva should not synchronize for example during working hours Paine Blackout days D sun M Mon M Tue M wed M Thu M Ei D Sat M Sun D Mon T Tue D wed Thy Fi M Sat Peak hours Blackout hours Start time 8 00 00 AM End time 6 00 00 FM Start time 12 00 00 AM a End time 11 53 00 Phd 3 Click OK to save the settings How to Change Connection Passwords If you change your GroupWise or CRM passwords these changes will need to
30. nvert Omni Riva CRM Synchronization Settings Syne Start Time Scheduling Address Books Calendar Other SmartCorvert Smarlonver Settings Parent folder name for convert folders Smart Convert To M Enable SmartCorvert Contact Creation Filter Filter Jomni ts com Enter a semi colon delimited list that will be used to filter email addresses SmartConyvert will not create any contacts or organizations that end with anitem in this list Enter a to filter all For the Contact Creation Filter enter the semi colon delimited list of email domain name that will be filtered out when you drag n drop emails in the SmartConvert folders in the GroupWise client If you enter an email domain e g omni ts com no contacts will be created for emails that match the creation filter otherwise SmartConvert will work e g archive email create an opportunity etc if the account and contact that matches the email already exists This is commonly used to filter your own email domain names to prevent creating accounts and contacts based on your domain name If is used in the filter SmartConvert will not create any new accounts or contacts See Using SmartConvert on page 16 for more details on using SmartConvert 7 Click OK to save the synchronization settings Step 4 Run the Initial Synchronization Select the Setup tab and click the Sync button to start the initial synchronizatio
31. onal Synchronization The following uni directional from CRM to GroupWise only updates are currently available CRM phone calls appear as appointments in GroupWise CRM Quotes read only amp HTML ConnectBar view CRM Opportunities read only amp HTML ConnectBar view CRM Cases read only amp HTML ConnectBar view Using the Omni ConnectBar When users view quotes opportunities and cases in the CRM Content folder in HTML view they will be able to read edit or delete those items using the Omni ConnectBar When the user chooses one of the ConnectBar options it will open the CRM web applicable form in their default web browser Mail From Gordon Welling File Edit view Actions Tools Window Help i Tg F lt 3E Close g Reply amp a Reply All l Forward a E E B Mail Properties Personalize Discussion Thread From Gordon Welling 9 2 2008 2 40 52 PM To Gordon Welling Subject Consulting Services Omni Labs 1 500 00 Omni ConnectBar Review Edit Delete Opportunity Name Consulting Services Omni Labs Amount 1 500 00 Account Name Omni Labs Expected Close Date 2008 09 30 sugar45 pro omni ts com Windows Internet Explorer 7 E i oj xj 09 ag File Edit wiew Favorites Tools Help ee http fsugar45 pro omni ts comfindex php module Opportunities action EditViewrecord 1ce69640 4140 0c00 de neal X Google Gy sf gt x YY Bookmarks PageRank E 17 blocked AP Check
32. onization Schedule During peak times sync Dunng of peak timessene Every 6 00 bre Edit Feak Times Edit Blackout Times e Donotselect Run Omni Riva CRM when Windows starts and e Do not select Use a Synchronization Schedule 3 Under the Address Books tab specify the name of the CRM address books that will be created in the GroupWise account and indicate which type of address book objects to synchronize between GroupWise and the CRM system Riva will create two new contact books lt Address Book name gt Contacts and lt Address Book name gt Leads We recommend setting the Address Book name field to identify the CRM solution In this example Riva will create a SugarCRM Contacts and a SugarCRM Leads in the GroupWise client f Omni Riva CRM Synchronization Settings x xj Sync Start Time Scheduling Address Books Calendar Other SmartConyert Address Book Settings Address Book name SugarCRM ws ynchronize Contacts al Synchronize Organizations i Synchronize Leads Revised October 31 2008 2002 2008 Omni Technology Solutions Inc Page 7 of 28 omnb Riva CRM Integration Desktop Edition User Guide www omni ts com 4 Under the Calendar tab specify the name of the CRM calendar that will be created in the GroupWise account and indicate the type of calendar items to sync between GroupWise and the CRM system Omni Riva CRM Synchronization Settings E E x
33. r o her Smatcomer Calendar Settings Calendar ee SugarCRM Calendar 0 Calendar Novell GroupWise SugarCRM Calendar File Edit view ae Tools window Help Sent Items Contacts a B fat Gordon Welling Home am Mailbox a Sent Items pE Caena The Calender configuration creates a sub calendar which should be checked in the GroupWise client e Leaving the CRM Calendar checked will display CRM calendar items in the user s primary calendar e Un check the CRM Calendar to not display CRM calendar items in the user s primary calendar The user would have to select the CRM Calendar sub calendar to view those calendar items e Appointments and phone calls from the CRM system will appear as appointments in the CRM Calendar Changes made in the GroupWise CRM calendar will be synchronized back to the target CRM system Changes made in the CRM system will be synchronized to the GroupWise CRM calendar e Tasks from the CRM system will appear as tasks in the GroupWise CRM Calendar Once a task is marked as completed in the GroupWise CRM calendar it will be synchronized as completed to the CRM Only unfinished tasks are synchronized from the CRM to GroupWise Revised October 31 2008 2002 2008 Omni Technology Solutions Inc Page 11 of 28 Riva CRM Integration Desktop Edition User Guide www omni ts com Omni Riva CRM Synchronization Settings ji x Sync Start Time Scheduling Address Books
34. se a Syn chronization Schedule During peak times sinc a Dung off peak times sync ek Edit Peak Times Edit Blackout Times 4 Click OK 5 Close Riva Desktop Edition Revised October 31 2008 2002 2008 Omni Technology Solutions Inc Page 25 of 28 omnb Riva CRM Integration Desktop Edition User Guide www omni ts com Manually Remove Riva CRM Desktop Edition 1 Open Windows Explorer and navigate to the Riva Desktop installation directory usually C Program Files Omni Riva CRM Desktop Rename or Remove the Riva CRM Desktop folder Remove any Riva Desktop Edition shortcuts from the user s Windows desktop or menus OPTIONAL Remove CRM Address Books and Calendars in the GroupWise Client Once Riva CRM Desktop Edition settings have been modified to no longer use a Synchronization Schedule the address book and calendar items created by Riva Desktop Edition will no longer synchronize with the CRM system The user can choose to retain that information or to manually remove it Manually Remove the CRM Contacts Address Book 1 Open the user s GroupWise client and click on Address Book 2 Find the CRM Contacts address book Right click and choose to Delete Book 3 Inthe Delete Address Book window select the CRM Contacts address book and click OK 4 Inthe Address Book Question window select Yes to permanently delete the CRM Contacts address book 5 Close the Address Book window Manually Remo
35. sues Sent Items Contacts z G z uE ie i E 4 T I i Ei ack F QE Address Book D D Qo E ewm E New Appt 0 New Task mt i SharePoint Developer Calendar fsz 4b Ei Tee Co 27 10 Monday Synchronization between Microsoft SharePoint and GroupWise is different than standard CRM systems as follows e Riva will create Address Books in GroupWise that match the Contact Lists in SharePoint Riva will create Calendars in GroupWise that match the Calendars in SharePoint Riva will create folders in the SharePoint content below the Cabinet in GroupWise to match the folders that exist in SharePoint e Traditionally the SharePoint account is linked to an Active Directory account SharePoint and or Active Directory native permissions control user access to SharePoint calendars tasks projects lists etc e Because SharePoint calendars are shared calendars synchronisation is uni directional from SharePoint to GroupWise Changes made in GroupWise to SharePoint appointments are not synchronised to SharePoint Revised October 31 2008 2002 2008 Omni Technology Solutions Inc Page 17 of 28 omni Riva CRM Integration Desktop Edition User Guide www omni ts com Additional Configuration Tasks Explained How to Update Riva Desktop Edition Riva CRM Desktop Edition includes a Check for Updates function which permits you to upgrade the application from our online upgrad
36. ve the CRM Calendar 1 Open the user s GroupWise client and expand the GroupWise Calendar in the tree view 2 Right click CRM Calendar and choose Delete 3 Inthe Delete Folder s window select Folder s and items and click OK Revised October 31 2008 2002 2008 Omni Technology Solutions Inc Page 26 of 28 omni Riva CRM Integration Desktop Edition User Guide www omni ts com Support for Riva Reporting a Technical Issue Riva CRM Desktop Edition includes a Submit Issue Report feature in the program If you experience a problem with the application select Help gt Submit Issue Report and complete the form Please ensure that you include the correct contact information Once the OK button is clicked Riva CRM Desktop Edition will send this issue and a copy of the application logs to our technical support team i Omni Riva CRM Desktop Edition Demo Version yy 5 x Fie Re Synec Help Setup Activity mni Help Online Check For Updates Submit Issue Report BETA Syne i F Omni Riva CRM Issue Report Submission BETA a j i x Thank you for taking time to submit an issue report rvs Your feedback is invaluable to helping improve Riva and increase your satishaction Your issue will be assigned to a case manager for resolution Please expect to be contacted within two Next Update Friday Fel bianeee dees First Name lias Last Name Sample CompanyName 12 Widget M
37. ve the connection ji a w Delete connection 3 Fj E ri Omni Riva CRM Desktop Edition Demo ersion Fle Setup Activity p Are you sure you want to delete the folowing connection DOMI PO This will remove all synchronization history remove lt 0 Are you sure you want to delete the Following connection SugarCRM Last Updated Friday February 29 2008 11 30 AM er p A ae aia t This will remove all synchronization history Note The previously configured account will no longer be synchronized 3 Click the configure connection link for the connection that needs to be created and follow the wizard Revised October 31 2008 2002 2008 Omni Technology Solutions Inc Page 22 of 28 omn Riva CRM Integration Desktop Edition User Guide www omni ts com How to Remove Existing Data and Re Sync New Data It is possible to remove the existing data in the current CRM Address Book CRM Calendar and CRM Content and replace it with a clean set of data without changing connection settings To remove and re initialize data 1 From the main menu select Re Initialize gt and select the desired re synchronization option 2 Option With Same Settings will use the existing synchronization settings File Re Sync Help Setup With Same Settings Continue with Re Sync With New Settings Are you sure you want to re synchronize The Following GroupWise containers will be
38. zation settings Smart Convert creates a folder structure specific to the types supported by the target CRM When you select an email and drag and drop it or right click and drag it and Link to one of the Smart Convert To folders the following process occurs e Riva s Smart Convert process extracts the email address and account information from the To From CC and BCC fields e t checks the CRM to see whether the email addresses exist in the CRM e If the email addresses exist Smart Convert will automatically create the email quote opportunity or case and assign it to the correct email addresses and companies e If the email addresses don t exist in the CRM Smart Convert checks whether the companies exist using the email domain name as the comparison field e lf the companies don t exist Smart Convert creates the companies using the domain name as the company name creates the contacts using the first and last names and email address and associates the contacts with the appropriate companies Revised October 31 2008 2002 2008 Omni Technology Solutions Inc Page 16 of 28 Riva CRM Integration Desktop Edition User Guide omni www omni ts com e Smart Convert then creates the archived email quote opportunity or case and assigns it to the newly created contacts and or companies e Because Smart Convert uses the domain name in the Company web site to determine whether a company exists to prevent duplicates it is
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